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December 2023 by Danny K.
An update to my review of the harmony chaise sectional I purchased back in August. The issue is ongoing and still not resolved. After walking into the store to talk to someone in person about my sofa issues, their first comment was, "Oh, you should've never ordered from online; we should've ordered it for you in store." I was told by the lady in the store that I had to order online. Apparently, now they've resorted to gaslighting their customers to say it's my fault for ordering online. My sofa has been missing a leg since the day of delivery. Multiple attempts to get a replacement leg (3 and counting) have always ended with something wrong--the first two were improperly packaged and arrived damaged. Since walking into the store to make my complaint in-person, they've "opened a case" to help me resolve this issue and make sure the new leg is delivered properly and undamaged. Just a heads up, their case numbers mean nothing. Finally after another month, the 3rd replacement leg arrived, and this time it was properly packaged and not damaged. However, it was the wrong leg! (See pictures)I called into the store just now, and they're going to schedule and send one of their "furniture medics" to "take a look." The manager on the phone rudely hung up after the conversation. My advice is to stay away from this company. It's not worth the hassle.
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November 2023 by Erika Castro
I purposely drive to the West Elm in DC nowadays. Every time I’ve gone to the West Elm in Bethesda, I have never been greeted by an associate. The last time I went, I was not greeted or asked if I needed assistance but yet an associate approached me to tell me that they were closing. Being a high end store, you’d think that they’d focus more on providing a welcoming environment.
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November 2023 by Caitlin Patel
I did the buy online pick up in store option. First off, multiple shipping delays. Terrible customer service experience at the store. A women employee came out with my items and tried to put them in someone else’s car, didn’t even check which items belonged to each customer waiting. Then she asked me to help her lift the two couches, I tried but couldn’t and politely told her I was 30 weeks pregnant and they are too heavy for me to lift. She said she was by herself so I didn’t have another choice.. thankfully a nice man was there and helped but I was shocked. Will continue to order furniture from Crate & Barrel where I’ve had nothing but positive experiences.
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October 2023 by John W.
Regardless of how you feel about the merchandise this place needs to be avoided due to the lack of any kind of sales staff. Think check out clerk at the grocery store ... that's actually a notch above the clueless self absorbed cell phone addicts lounging at the counter. Clearly no regional management involved because if there was any they'd clean house and bring in people who have been shown what it means to be a salesperson. Total waste of time and space. If any one in corporate gives a damn, plan an unannounced visit and see for yourselves.
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September 2023 by Katharine Neale
Horrible customer service. Very rude and made zero effort to assist us. Buy everything online and skip the store, not worth your time. I walked out and will do all my purchases online.
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August 2023 by Lizhen Lin
Horrible experience visiting the store. One woman working there was trying to preach me how my baby should behave in the store. Very rude and condescending and does not know how to treat customer with basic respect. I hope the managers see this and bear in mind that customers have options. I will definitely order all the furnitures for my new house from a different retailer.
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August 2023 by Ryan Stoffers
I would strongly recommend against using the Buy Online, Pickup in Store option. I received damaged merchandise that was clearly someone else's return; the mailing label with their home address was still on the box. It appears no one at the store opened the box to ensure the item was in good condition; everything was packed loosely.
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July 2023 by Alicia Kelly
Crazy expensive for quality that's just not up to snuff! So many items were just surprisingly low quality for such a store. Smelled amazing inside due to their candle collection that was named something moss but sadly the smallest 1 wick was still $40!
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May 2023 by Jeni S.
Very high end. Nice stuff but pretty expensive. That is okay. What isn't okay is when the staff didn't seem to care that I could not look at any items cause my wheelchair couldn't fit between their too close together displays. I mentioned that I couldn't access the aisle. Both stor folks kept tapping on their cell phones. That's a shame.
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March 2023 by Basel K
Worst customer service EVER. I went to the store with my wife to buy a carpet for our home(1000$-2000$), but we were ignored by the workers for like 30 minutes(maybe one other person inside the store at the time). We tried to ask for assistance with the carpets selection and that's when we were told that the store carpet selection is not for not for sale....as if I wanted to take it off their shelf. I just wanted to order one and have it delivered. Never in my life would I ever go back there again. The place is definitely over priced, but I thought quality and customer service is worth it. Definitely disappointed and if management were to view this review...please consider customer service and attitude training.
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February 2023 by Bekka Le
I had an excellent customer service experience with Manager Michelle. She was very helpful in answering my questions and helping me find the perfect item for my home. She was patient and knowledgeable about the products and went out of her way to make sure I was happy with my purchase. She even provided me with helpful tips on how to care for the item. I was very impressed with her professionalism and the excellent service she provided. I would highly recommend Michelle if you go to Bethesda store!
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January 2023 by Delicia
I went here to browse some items that I wanted for my new apartment. I found this marvel/ granite side table that I loved and I asked a sales associate near by if she would look up the price because I was interested. While I was talking she wasn’t keeping eye contact with me and kept looking over at the phone that was ringing. She said she would be right with me so me and my bf stayed in that area for 5 mins. Some how she went passed us and started greeting other customers. I was right in her view so I don’t know how she could of missed us. I’ve never once been ignored like that before.I feel like the employees are not genuine. This women had short blonde hair. Last time we went there was a black man and he was sooo sweet and attentive but sadly he wasn’t on the shift. I wasn’t able to catch their names.
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December 2022 by M. Stell
A portion of our vanity arrived late and broken. The poor staff who work at the store have no power to do anything, so I had to wait on hold for customer service twice for more than 45 minutes.After two trips to the store and waiting on hold for more than an hour, I still have a broken vanity and no compensation for the damaged items, time spent, or the expense of hiring a plumber/contractor to come back.I won’t shop with this company anymore, which is too bad because I used to really like them and have been a fairly consistent customer.The salesperson at the store tried to give me a customer service email, and there isn’t one anymore. She said the company is having staffing issues.I’d rather pay more and patron Schoolhouse Electric or Room and Board.
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December 2022 by M S.
Our vanity was shipped in two parts, but on the user end we couldn't tell that it wasn't shipped all together initially, so we had to call the store and ask them to send us the vanity top as well. The vanity top arrived late, and when I opened it, I realized it was cracked through. I've waited on hold for the Customer Service Department for 45 minutes on two separate occasions, and they have been unhelpful and rude. It's not the fault of the store, and when I spoke to staff there, the store member admitted there seems to be centralized problems. She wanted to give me an e-mail address, but Customer Service no longer offers an email address. I will not be shopping at West Elm again. I'd rather pay more for better service.
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November 2022 by Andres S.
I had the worst experience ever, the lady that was helping me was really rude, I was trying to pay for a table and when She asked for my address I told her hey I have an strong accent here is my ID for you to verify my address. She answered super rude im immigrant too I have accent and being noisy even my wife was far come to check was going on and we ending leaving. The worst part was they rude and the manager came and spoke with her without even trying to ask the customers what going on and give us a bad look.
